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The best kind of humor to incorporate into your business is relevant humor that makes people feel good - perhaps even footloose and fancy free. And you'll earn bonus points if you reduce a painful point of friction with your customers to boot! (And yes, pun intended as
you'll see.)
When you phone into the Kansas City Foot and Ankle Medical Center you are greeted with some lively music and an enthusiastic DJ-style voice recording saying:
"Don't you just hate being put on hold? Well, we're going to get to you just as
soon as we can, but when patients rate you 4.8 out of 5 stars on Google,
you know you're going to be pretty popular, so while you're waiting,
we'll share some of our favorite songs that are about or related to feet,
according to an informal survey our staff conducted."
The songs include the Four Seasons hit, Walk Like a Man, Kenny Loggin's Footloose, and Get On Your Feet by Gloria Estevan.
Customers can hit zero anytime to leave a message or stay on hold listening to a selection of snippets from toe-tapping foot-related songs, interspersed with marketing information about the clinic.
The clinic has managed to reduce a customer experience point of friction in a relevant, creative, and fun way. And I guarantee you, there are opportunities in your business to do the exact same thing!
And one footnote (see what I did there?): This brilliant example was passed along to me by my good friend, customer service trainer extraordinaire Jeff Mowatt, who passed it along from another fabulous customer experience speaker, Shep Hyken. (If you want a steady stream of great customer service insights and ideas then sign up for Jeff's newsletter at 30-Second Customer Service Tips.)
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